Client Experience Officer

Aviair, formerly known as Slingair, was founded in 1984 and has been under local Kununurra ownership since April 2016. We are a multi-award-winning regional airline, with significant operations in Kununurra, Broome, Karratha, and Adelaide. Aviair offers a range of Scenic Air Tours, Charter Flights, and Scheduled Flights to serve the Kimberley and Pilbara regions.

Located in the Pilbara region, Karratha is located 1500km to the north of Perth and is serviced by multiple daily flights to the WA capital Perth. With a strong sense of community, Karratha is an ideal place to live for individuals and families alike. There is a range of sporting, aquatic, camping, and other recreational opportunities. If you’re looking for adventure and the exciting lifestyle change that the Pilbara can provide, this is the opportunity for you.

About the role:  

Aviair is seeking a highly motivated and customer service focusedClient Experience Officer to join our Karratha base.

As a Client Experience Officer, you are the first point of contact in ensuring our guests and passengers have an amazing experience though out their time with us. We are looking for customer-focused, positive individuals who are motivated to contribute to the efficient operation of the Karratha Base.

Each day is different so whether you’re coordinating with our remote bases, operating check-in and dispatch flight procedures, maintaining our terminal, providing an exemplary level of customer service, you must have the ability to think on your feet and to adhere to safety and quality standards. 

Key Duties and responsibilities of the role include:

• Maintain an exemplary level of customer service within our office and terminal. Greet guests and passengers, whilst adhering to sign in procedures
• Deal with customer complaints in a deescalating manner, referring unresolved cases to the relevant Manager
• Perform passenger check-in and baggage acceptance procedures
• Strong interpersonal skills required to respond to enquiries via phone, email and face-to-face
• Follow daily procedures as outlined in checklist and manuals
• Liaise with pilots regarding flight following, ETA and ETD updates, passenger and freight manifests and courtesy transfers
• Coordinate in and outbound freight and assist with escorting passengers
• Responsible for the opening and closing activities in relation to the Aviair terminal
• Facilitate flight departure and arrival operational requirements with a view to maintaining on time performance standards
• Manage the office-based procedures for the Aviair terminal, including administration, mail, banking, and office supplies
• Operate all computer, radio and ground handling equipment relevant to the role
• Ensure terminal, office, kitchen, and toilets are neatly always maintained, and cleaning and upkeep of base maintenance facilities
• Be aware of role in Emergency Procedures and Transport Security Program

The successful applicant will have:

• Minimum 1 years’ experience in a similar role
• Previous aviation experience desirable
• Outstanding organisational skills and attention to detail
• High level of computer literacy, including Microsoft Office Suite
• Ability to be self-motivated and work without daily direction
• Approachable and friendly with a positive attitude
• Team player with the ability to take ownership of own role whilst providing support to the other key staff within the business

What we offer you

• Personal development opportunities to grow in a diverse, inclusive company 
• A great team environment
• Salary Sacrifice / salary packaging benefits (including remote area housing benefits)

To apply, please submit your current CV and a brief cover letter addressing your suitability for the position.